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Abbott Application Support Specialist I in Kansas City, Missouri

DO WORK THAT MATTERS

At Abbott, diverse ideas, perspectives, and expertise allow us to create the life-changing solutions that help people live healthier lives. In 150 countries and with businesses spanning nutrition, diagnostics, medical devices, and branded generic pharmaceuticals, Abbott offers you enormous opportunities to explore your interests and help you achieve your career and personal goals.

Abbott Rapid Diagnostics (formerly Alere) is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

BUSINESS UNIT

eScreen (Abbott’s Workplace Services business) is driven by the vision, passion and dedication of its employees who are committed to developing and delivering innovative products and services which automate and streamline the employee screening process by combining cutting-edge technology with superior customer service.

The person in this role will be responsible for troubleshooting eScreen hardware and software. The ideal candidate will understand how to monitor and respond to inbound phone queue technical support assistance calls. These calls filter in from field locations as well as internal users. The support calls are related to eScreen hardware and software systems setup and/or support. The Application Support Specialist will assist in the troubleshooting and resolution of hardware and software issues and initiate any component exchanges when required. This person will also document call details in the eScreen Call Tracking system. This role is also crucial for monitoring a Service Desk queue for support.

Responsibilities:

  • Guide end users through the hardware setup process.

  • Respond to client inquiries concerning system operations and troubleshoot/diagnose system hardware, software, and operator issues.

  • Recommend and/or directly perform actions to correct technical issues.

  • For any technical issues reported, the Application Support Specialist will need to understand the severity of the technical situation. They will then decide if the reported ticket will require escalation if they are not able to resolve the issue directly. They will then assign the ticket to a specific team responsible for the hardware, or software technical resolution.

  • The person in this role will use the eScreen Call Tracking System to fully document and log all technical support events, inquiries, and resolutions.

  • The ideal candidate will have experience monitoring a service desk queue as this is an important aspect of this job.

  • This role is directly responsible for customer support via our ticketing system, which includes installing applications, troubleshooting issues, and other miscellaneous tasks.

REQUIREMENTS

  • High school diploma or general education degree (GED);

  • One year related experience and/or training; or the equivalent combination of education and experience.

  • Windows 7, 8.1, and 10 experience.

  • Understanding of basic PC configurations, software systems, and networking technologies.

COMPETENCIES :

  • Positive Customer Service attitude

  • Strong analytical and end user communication skills

PREFERRED QUALIFICATIONS:

  • Experience with FDA requirements in a medical device manufacturing and software environment is desirable.

  • Microsoft A+ Certification is desired.

Physical Requirements:

  • Ability to lift technical equipment such as computers and monitors.

Shift requirements:

  • Willing to work hours such as evenings or weekends on a rotational basis if required.

About Abbott.

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. We provide reasonable accommodation to qualified individuals with disabilities. To request accommodation, please send an email to MyRecruiter@alere.com .

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com

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